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Cancellation and refund policy

How changing, cancelling and refunds work when you book a ride with us. In short, nothing is paid in advance, so in most cases there is nothing to refund.

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Masjid an-Nabawi and the Green Dome at golden hour

Nothing is paid in advance

You pay the driver at the end of the journey, in cash in Saudi Riyal or by bank transfer. Nothing is taken in advance, there is no deposit and no booking fee, and no card is asked for at any point.

Changing or cancelling for free

You can change the time, the vehicle or the number of passengers, or cancel the booking, free of charge up to 12 hours before pick-up. Message us on WhatsApp or use the contact page.

Less than 12 hours before pick-up

Message us and we will do what we can. If your driver has already set off to collect you, we may ask you to pay for his trip. We tell you the amount before you agree to it.

If you paid before the ride

We never ask for payment in advance. If you chose to pay before the ride, for example by bank transfer, this is how we refund you.

If you cancel 12 hours or more before pick-up, we refund the full amount. If we cannot send a driver, or we cancel the ride, we refund the full amount. If you cancel less than 12 hours before pick-up and your driver has already set off, we refund what you paid less the cost of his trip, and we tell you that amount first. The refund is sent back the same way you paid, within 7 days of the cancellation.

If your flight is late

We watch your flight, so a delay does not cost you the car or the fare. Waiting at the airport while you land and clear customs is in the fare, however long it takes.

If the vehicle you booked is not available

We send a larger vehicle at no extra cost.

Extra waiting and added stops

On a tour, the waiting time stated for that tour is in the fare. A stop you add on the day, or time beyond the stated wait, is charged at the published hourly rate for that vehicle. The driver tells you the amount before the extra time starts.

If you have paid and something went wrong

Tell us. Say what happened and quote your booking reference, and a person will look at it and answer you. The contact page has a form, an email address and a WhatsApp number that is read at any hour.

Where the full rules are

This page sums up the parts of our terms of service about changes, cancelling and money. The FAQ answers the questions people ask most.

How to reach us